Please view our Cookie Policy here and our Privacy Policy here. Close
Item Added to Cart
 
 
Zoey Dog

Satisfaction Guarantee

 

Mars Veterinary Refund Policy

Mars Veterinary is committed to providing the best consumer experience and to providing our customers with a better understanding of their dog’s genetic profile. As part of our customer service, it is very important to us that we understand our client’s concerns. We value your feedback to help improve our product and results reporting. Our team of dedicated Customer Service Representatives is available to help answer any questions you may have regarding your report and may recommend that your dog’s sample undergo a detailed review by a member of our Technical Support Team. If following evaluation by our staff, you still remain dissatisfied; you would be entitled to a refund.

Mars Veterinary Customer Satisfaction Guarantee

If you have questions or concerns regarding your dog’s DNA test results, we would like to ensure that the results are as comprehensive as possible and explained to your satisfaction. Please visit the Contact Us page to submit your question. To better explain your results in relation to the traits you see in your dog, we may require additional information regarding the dog tested including the submission of a photo. An upload of a clear colour picture of your dog, including head and body is required so that we may best address your concerns.

  1. Following submission, Mars Veterinary will acknowledge your claim electronically and a Customer Service Representative will contact you to discuss your concerns and explain your test results. In some instances an additional conversation with our Technical Support Team may be required to answer your questions fully.
  2.  
  3. If you complete the process and are still not satisfied with your Wisdom Panel test results, we will be happy to assist you in obtaining your refund. A proof of purchase is required for processing. Fees associated with shipping and taxes will not be refunded.*
  4.  
  5. Any refunds provided under this policy will be issued to the provided account number within 72 hours of refund approval.

Please be aware that we will not issue a refund for samples if it has been more than 180 days since it was validated and a report was generated.

Order Cancellation/Return Policy

If after purchasing our product through us you decide to cancel your order, we will issue a full refund of your purchase price as long as you alert us before we initiate fulfilment. Given the order is immediately sent to our warehouse, it is important to be aware that the window to cancel an order is very short.

If after purchasing our product you opt to not submit the kit for testing, you will be entitled to a full refund for the purchase price once the kit is returned back to us in its original, unopened condition.

Retail Purchases

If you purchased your kit from a retailer and would like to request a refund, please return the product to the store it was purchased. In the event that the retailer does not want to provide a credit for the purchase we ask that you please provide us with a proof of purchase. Please contact our Customer Care Team at customercare@marsveterinary.co.uk.

*All refund requests are subject to review and Mars Veterinary reserves the right to deny a refund if the escalation process is not followed.